Castle Carpets

Have used Castle Carpets many a time throughout the years the staff are friendly & professional, carpets are good quality & reasonably priced , would recommend

Great .they go that one step further to help .

Superb service. Had a new stair carpet fitted last week, excellent service and a first class job. Many thanks to Tracie, and Craig and Adam for the fitting. Highly appreciated and worthy of the 5 star rating., 🌟🌟🌟🌟🌟

Only wanted a small piece of vinyl for a bathroom but we could have been spending much much more as the service was very welcoming, polite and patient as we waded through off cuts only to choose a piece off a roll. Thank you

Great customer service, helpful advice and plenty of choice..... We always go here for our carpets and flooring.

Helpful staff worth a visit

I decided to put a new hall and stair carpet in for a tenant. To make sure they got the colour they wanted, I asked the tenant to visit the shop in Shirebrook and choose what they liked. I went along to make sure I was ok with the colour. They chose a nice beige colour which I had a look at and agreed it was ok. I then asked the shop for a written invoice for my books and paid in full.

Yesterday came to the day of fitting. I let the fitters in and went and sat in the front room whilst they did the job. After about an hour and a half I went to see how they were getting on and noticed that the carpet they were putting down was grey. I explained to the fitter that I ordered beige and he showed me the paperwork which said grey.

I have since looked at my invoice and it does say grey. My error was to trust the shop to put the right colour on the invoice, as I didn't look at the colour when I paid, just the price. I then filed the invoice.

After explaining to the fitters that it was the wrong colour, I phoned the shop to be told that Julie who dealt with us wasn't in that day and I would have to phone back the next day. I called back today to discuss this and Julie was adamant that we chose grey, even though I saw the colour that my tenant chose and it was beige. Julie was not willing to accept that she had made a mistake or apologise for any misunderstanding. In fact she said there was nothing that could be done apart from me going into the shop and she would show me that I chose grey.

The fitters did a good job, but that doesn't alter the fact that I have paid over £500 for a colour of carpet that I didn't ask for.

Another member of my family had some vinyl fitted a few weeks ago by Castle Carpets and insisted they had laid the wrong one. Thought the member of my family had got confused and I said that they wouldn't fit the wrong one. Maybe my family member was right.

Myself and members of my family have used this shop for over 15 years. It is a shame this has happened. I am not impressed with their response to my complaint. Just not good enough.

Upon entering the shop Kevin immediately placed on his face mask as we used the hand sanitizer. A warm, friendly and very helpful man. We've ordered the first of a number of carpets after he came out and measured the room. Extremely pleased with this service.